Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy, and consent to receive emails from Rise
Jobs / Job page
Customer Support Operations Manager - iGaming image - Rise Careers
Job details

Customer Support Operations Manager - iGaming

About Us


We are an innovative iGaming company offering a comprehensive suite of crypto-focused products, including sportsbook and casino experiences. By combining cutting-edge technology with a deep understanding of the crypto space, we aim to revolutionise the betting and gaming experience for a global audience.

Our mission is to create the most effortless and accessible betting and gaming entertainment experience, delivering innovation and personalisation at every touchpoint.

Our vision is to become a leading player in the betting industry by combining seamless user experiences with groundbreaking personalisation and community-driven engagement.

Whether it’s through competitive sportsbook offerings or immersive casino gameplay, we are dedicated to creating a unique and engaging platform. Join us in shaping the future of crypto iGaming.

Purpose of the Role

We are seeking a Customer Support Operations Manager to oversee and optimize our outsourced customer service operations. This role will act as the primary liaison between us and our external CS provider, ensuring that all service level agreements (SLAs) and key performance indicators (KPIs) are met.

The ideal candidate will have strong experience in customer support operations, preferably within the iGaming or crypto industry, and will be responsible for monitoring performance, ensuring smooth communication between internal teams and external support, and continuously improving service quality.

As a key part of our customer experience strategy, this individual will ensure that our players receive exceptional, seamless, and knowledgeable support—with a particular focus on crypto transactions, payments, and compliance-related inquiries.

As this is a fully remote role, the successful candidate will also need to demonstrate exceptional self-discipline, strong communication skills, and the ability to build trust and collaboration across distributed teams.

Role and Responsibilities

Vendor & Relationship Management

  • Act as the primary point of contact between us and our outsourced CS provider.

  • Ensure the third-party team adheres to agreed SLAs and KPIs, maintaining high customer service standards.

  • Conduct regular performance reviews and provide strategic feedback to the CS provider.

Performance Monitoring & Reporting

  • Track and report customer service performance metrics, including First Response Time (FRT), CSAT, ticket resolution times, and quality assurance scores.

  • Analyze customer interactions, complaints, and trends to improve operational efficiency.

  • Provide regular insights and recommendations to internal stakeholders regarding CS operations.

Training & Knowledge Management

  • Ensure the CS team is informed of product updates, new features, and promotions.

  • Develop and maintain an up-to-date CS knowledge base, ensuring consistency in customer responses.

  • Organize training sessions to improve crypto literacy among CS agents, including handling blockchain transactions, crypto deposits/withdrawals, and fraud prevention.

Collaboration with Internal Teams

  • Work closely with Product, Marketing, Compliance, and Risk teams to relay player feedback and operational insights.

  • Partner with the Payments team to improve crypto transaction support, resolving issues like failed transactions, blockchain confirmations, and deposit/withdrawal delays.

  • Ensure the VIP team receives high-level customer support coordination for key players.

Continuous Improvement & Strategy

  • Identify areas for operational enhancement and propose improvements to CS workflows, automation, and self-service options.

  • Explore potential chatbot or AI-driven enhancements to optimize response times and customer engagement.

  • Stay updated on industry best practices in iGaming and crypto customer service to enhance our CS strategy.

Work Experience and Skills

Essential Experience:

  •  3+ years of experience in customer support operations, vendor management, or customer experience, preferably within iGaming, fintech, or crypto industries.

  •  Proven experience managing outsourced support teams and ensuring high service quality.

  • Strong understanding of customer support platforms (Intercom, Zendesk, Freshdesk, or similar).

  • Experience with crypto transactions, including blockchain confirmations, KYC verification, and fraud detection.

  • Strong data analysis skills, with experience in tracking and reporting CS performance metrics.

Essential Skills:

  •  Excellent communication and stakeholder management skills, with the ability to coordinate between internal teams and external vendors.

  • Strong problem-solving abilities, with a proactive approach to identifying and resolving service gaps.

  • Ability to translate complex customer support challenges into actionable business insights.

  • Proficiency in customer service analytics and reporting tools.

  • Ability to work independently in a remote setting, demonstrating self-motivation and organizational skills.

Desirable Experience/Skills:

  • Experience in launching or scaling customer support teams.

  • Knowledge of KYC, AML, and compliance requirements within iGaming.

  • Familiarity with automation tools and AI-driven customer support solutions.

Personal Qualities and Behavioural Traits

Essential Qualities or Behaviours:

  • Detail-oriented, with a strong commitment to accuracy and quality in customer interactions.

  • Proactive mindset, always seeking opportunities to optimize support processes and improve player experience.

  •  Strong sense of accountability and ownership over CS performance and partner management.

  • Adaptable and resilient in a fast-paced, high-growth environment.

  • Able to balance compliance and efficiency, ensuring that regulatory standards do not hinder customer experience.

Desirable Qualities or Behaviours:

  •  Passion for crypto, blockchain technology, and decentralized finance.

  •  Enthusiasm for working in a startup/scale-up environment.

  •  Interest in sportsbook and casino operations.

Relationships

Key Internal Relationships:

  • COO

  • Product, Marketing, and Risk Teams

  • Payments & Compliance Teams

  • VIP Management Team

Key External Relationships:

  • Outsourced Customer Support Provider

  • Fraud & Risk Management Services

  • CRM & Customer Experience Consultants

Superduper is a leading web3 entertainment company that develops rich IP, as well as games and other media around for each IP. Superduper also develops a web3 publishing and rewards platform called Portal.

Portal's proprietary technology facilitates interoperability of onchain virtual goods and economies, unifying the web3 gaming ecosystem that has been fragmenting through the expanding range of blockchains, wallets, marketplaces, and other parts of the web3 stack.

Average salary estimate

$80000 / YEARLY (est.)
min
max
$70000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

Similar Jobs
Posted 4 hours ago

Join Lactalis USA as a Customer Service Representative and be part of a family-oriented company dedicated to delivering quality dairy products and exceptional service.

Posted 8 days ago

Join our Detroit team as an Administrative Assistant and take charge of critical support functions in a fast-paced environment.

Photo of the Rise User
Posted 3 days ago

Join Belvo as a Customer Engineer to help reshape financial access in Latin America through innovative open finance solutions.

Posted 12 days ago

We are on the lookout for a friendly and motivated BD Receptionist who excels in telemarketing and customer service.

Photo of the Rise User

Become part of a vibrant culture at Afni as a Bilingual Social Media Agent, helping customers engage with a leading brand through social media.

Photo of the Rise User
Posted 18 hours ago
Customer-Centric
Rapid Growth
Diversity of Opinions
Reward & Recognition
Friends Outside of Work
Inclusive & Diverse
Empathetic
Feedback Forward
Work/Life Harmony
Casual Dress Code
Startup Mindset
Collaboration over Competition
Fast-Paced
Growth & Learning
Open Door Policy
Rise from Within
Maternity Leave
Paternity Leave
Flex-Friendly
Family Coverage (Insurance)
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
401K Matching
Paid Holidays
Paid Sick Days
Paid Time-Off

Become the face of our brand as a Customer Service & Sales Assistant in Richardson, TX, where you'll deliver exceptional service while growing your skills.

Join CAMEO WATER WEAR as a Retail Sales Associate and provide outstanding customer service in a dynamic retail environment.

Photo of the Rise User
Five Star Senior Living Hybrid US, Mesa County, CO; Colorado, Grand Junction, CO
Posted 2 days ago

Join Mantey Heights Rehabilitation and Care Center as a Licensed Practical Nurse, where your caring touch will make a difference in the lives of our senior residents.

Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
Photo of the Rise User
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)

Superduper is a leading web3 entertainment company that develops rich IP, as well as games and other media around for each IP. Superduper also develops a web3 publishing and rewards platform called Portal.

45 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
INDUSTRY
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
February 23, 2025

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
16 people applied to IT Helpdesk Associate at eClerx
Photo of the Rise User
1000+ people applied to Web Chat Representative at Netflix
Photo of the Rise User
Someone from OH, Euclid just viewed Technical Account Manager at ZeroFOX
Photo of the Rise User
Someone from OH, Euclid just viewed Technical Account Manager (Enterprise) at Rippling
Photo of the Rise User
Someone from OH, Euclid just viewed Software Engineer (Node.js & AWS) at Litify
Photo of the Rise User
Someone from OH, Euclid just viewed Technical Program Manager at DeepSource Technologies
Photo of the Rise User
Someone from OH, Euclid just viewed Solution Engineer, Amazon Connect at NeuraFlash
G
Someone from OH, Dublin just viewed Outside Sales Representative at Go Flooring, LLC.
M
Someone from OH, Cincinnati just viewed Remote Data Entry Operator at MUTW, LLC